Technical Assistance Associate

7 days ago


Melbourne, Florida, United States Percepta Full time
Key Responsibilities
  • Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
  • Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.

Some other key responsibilities include: handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner, follow-up with the customer if required, to ensure the full resolution of the problem, employ customer satisfaction (e.g. AWA) tools according to guidelines, and attend team meetings, pep sessions, focus groups, and training sessions as scheduled.



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